Senior Implementation & Helpdesk Lead (CMS/CMMI) - Remote

Westat; United States; Hybrid; USD 115,000 - 144,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan

Paid Parental Leave

Vacation Leave

Professional Development

Job summary

Westat is seeking a Principal Research Associate focused on implementation/operations and helpdesk operations to lead efforts for CMS/CMMI programs. This role emphasizes client collaboration, data flow design, and multi-team leadership, with preference for in-person collaboration at Bethesda or other Westat offices, and accepts fully remote arrangements for eligible candidates.

The successful candidate will bring extensive CMS contract experience, TA content development skills, and strong

Qualifications

• Experience with CMS contract work and customer support/helpdesk operations.
• Experience with CMMI payment model implementation contracts.
• Ability to translate policies and operational needs into helpdesk responses and technical assistance materials.

Responsibilities

• Interact with CMS client to translate needs into requirements and data flows for technical staff.
• Establish SOPs, specifications, and QA documentation.
• Coordinate with client and contractors to align timelines and communications.
• Manage multidisciplinary team and provide QA and leadership.
• Develop and deliver technical reports and change requests to IT contractors.
• Draft memos, reports, tipsheets, tools and other TA resources.
• Oversee helpdesk operations including staff management and QA of responses.
• Support TA activities including written resources and webinars.

Skills

CMS contracts

Helpdesk operations

Technical assistance

CMMI implementations

Education

Master’s degree +8+ years

PhD +5 years

Job description

Westat is seeking a Principal Research Associate focused on implementation/operations and helpdesk operations to lead efforts for CMS/CMMI programs. This role emphasizes client collaboration, data flow design, and multi-team leadership, with preference for in-person collaboration at Bethesda or other Westat offices, and accepts fully remote arrangements for eligible candidates.

The successful candidate will bring extensive CMS contract experience, TA content development skills, and strong